Hybrid Reservations Manager bei Full House Resorts

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Lead and mentor the reservations team to deliver prompt, accurate, and personalized booking experiences that exceed guest expectations
2. Oversee all reservation channels (direct, online, OTA, group) and ensure seamless integration with property systems and brand standards
3. Collaborate closely with Revenue Management to optimize room inventory, pricing strategies, and booking pace across all segments
4. Partner with Marketing and Group Sales to align reservation strategies with promotional campaigns, seasonal packages, and group booking initiatives
5. Manage high-touch bookings, including VIPs, casino guests, and special packages with discretion, empathy, and attention to detail
6. Maintain data integrity across platforms, ensuring reservation details are accurate, timely, and aligned with operational needs
7. Conduct in-depth forecasting and trend analysis to anticipate demand, identify booking patterns, and inform strategic decisions that boost business
8. Generate and present actionable reports on occupancy, booking pace, channel performance, and guest behavior to support revenue and marketing initiatives
9. Resolve booking-related issues with professionalism, urgency, and a commitment to guest satisfaction and retention
10. Regular and reliable attendance is a fundamental requirement of this position. Employees are expected to be punctual and consistently present during their scheduled work hours to ensure the effective and efficient operation of the business.
11. Performs other duties and responsibilities as required.

QUALIFICATION REQUIREMENTS: 

• Strong understanding of revenue management principles, demand forecasting, and booking pace analysis
• Proficiency in property management systems (Agilysis or equivalent) and channel management tools
• Exceptional communication and leadership skills; adept at coaching teams and handling sensitive guest interactions
• Experience collaborating with cross-functional teams, including Marketing, Group Sales, Revenue, and Front Office

Preferred Attributes

• Strategic thinker with a detail-driven mindset and a passion for hospitality innovation
• Collaborative and confident in cross-functional environments, with a proactive approach to partnership and problem-solving
• Committed to delivering elevated guest experiences through operational excellence, team empowerment, and data-informed strategy

EDUCATION AND/OR EXPERIENCE: 

• Minimum 3 years’ experience in hotel reservations or front office operations, ideally within a luxury or casino resort
• Proven expertise in customer service excellence, with a track record of delivering high-touch guest experiences

CERTIFICATES, LICENSES, REGISTRATIONS: 

• Must have a valid and current State of Colorado Gaming License.  

PHYSICAL DEMANDS: 

Essential duties require the ability to remain in a stationary position for extended periods of time while using a computer, talking on the phone, and completing paperwork. Essential duties may require routine walking, standing, kneeling, squatting, bending, and crouching with standard breaks. Essential duties require working a flexible workweek, including weekends and holidays, with overtime hours occasionally required. 

COMPENSATION AND BENEFITS:

$60,000+ based on experience

Full House Resorts provides a robust benefits package for all employees and eligible family members, including:

• Health & Wellness: Medical (full-time only), HSA, FSA, Dental, and Vision coverage.

For the employees, Full House Resorts provides: 

• Financial Security: Life insurance, disability coverage, and supplemental benefits.
• Retirement Savings: 401(k) plan with company matching after one (1) year of service.
• Paid Time Off: Generous PTO program.
• Convenient Transportation: Free shuttle service from Colorado Springs and Woodland Park.
• Wellness Perks: Complimentary local gym membership.
• Professional Growth: Tuition reimbursement and career development opportunities.
• Exclusive Discounts: Employee savings on hotel and resort services.